• Lead efforts to elevate the member experience across the Service team • Define, reinforce, and improve service standards to ensure a consistent, high-touch member experience • Identify service gaps and recommend improvements in partnership with leadership • Ensure adherence to service expectations and service level agreements (SLAs) • Support timely and seamless member onboarding and transitions in partnership with internal teams • Serve as a senior point of contact for resolving complex member issues and service escalations • Manage both internal and external escalations, including team-related issues and member-facing issues • Partner with leadership and advisors to de-escalate problems and create effective resolutions • Help build clear escalation pathways and response expectations across the Service team • Lead member feedback conversations and service recovery efforts • Partner directly with members when issues arise to preserve relationships and protect retention • Identify recurring member concerns and implement corrective actions across the organization • Oversee service team development, including training, mentorship, and performance management • Act as a trusted coach and resource for advisors and service team members • Help define clearer roles, responsibilities, and KPIs across the Service team • Support career development and skill-building across service functions • Own advisor onboarding and foundational training for all new Service Team members • Establish career pathways and development plans for advisors and service team members • Create ongoing coaching and mentorship programs designed to elevate advisor performance and consistency • Ensure performance review processes, development plans, and coaching cadences are consistently executed across the organization • Partner closely with leadership and operations to improve service workflows and team effectiveness • Help implement scalable processes that improve consistency without requiring this role to own every operational task • Contribute to service-related KPIs and metrics, while partnering with operations or leadership on reporting and broader analytics as needed • Support capacity planning and team structure discussions to help ensure strong coverage and sustainable growth • Manage strategic partnerships with key suppliers and ensure alignment with company goals • Serve as a primary point of contact for SmartFlyer-related service matters, depending on organizational structure and future partnership plans • Help maintain key external relationships that support service delivery and problem-solving • Develop and maintain senior-level relationships with luxury travel suppliers, hotel partners, DMCs, airline partners, and representation companies • Serve as the primary service contact for strategic external partnerships and consultants • Maintain appropriate relationships with industry contacts relevant to trade shows and partner opportunities • Oversee or coordinate trade show attendance for advisors, including allocation planning and communication • Support management of FAM trip processes and advisor participation in line with company policies and budgets • Establish fair and transparent processes for FAM and tradeshow participation • Ensure FAM opportunities align with advisor development goals and company priorities • Monitor participation and return-on-investment from educational travel opportunities • Own all Service Team KPIs and performance outcomes • Monitor and drive achievement of service standards, SLAs, and member experience metrics across all teams • Track and improve key performance indicators including member retention, Net Dollar Retention, answered call percentage, email response times, SLA adherence, member onboarding timelines, escalation resolution times, and team productivity metrics • Partner with leadership to identify trends, performance gaps, and opportunities for improvement • Ensure consistent service delivery across all teams and pods • Develop accountability structures and reporting mechanisms to support continuous improvement • Provide backup Travel Advisor support and collaborate across teams to ensure seamless service delivery and exceptional member experiences when additional assistance is needed.

Role Description Under the general direction of the Director of Enrollment Operations, the Associate Director plays a pivotal role in the office and is responsible for the testing, operation, and maintenance of technical systems which generate data needed for admissions, recruitment, and enrollment marketing. The Associate Director ensures the integrity of all data files in the Office of Admissions and Enrollment, including management of applications, workflows, data uploads, verification, document processing, process automation, database security and record archiving. This position oversees and implements all technical requirements in all admission systems to support the annual application cycle for all campus programs. The Associate Director works closely with the Slate CRM Manager to support engagement efforts, as the data integration specialist and is tasked with overseeing data flows and mappings for all new and existing functionality, including person, application, and organization scoped datasets. This position is a proactive problem solver who must work in a respectful, collaborative, results-oriented, and student-centered way. The Associate Director will also support and advance the office’s commitment to customer service, brand promise, personalization, partnerships, and pipeline development and serves as a senior leader. Qualifications - Bachelor’s degree in information science or related field. - 4 years of supervisory or project management experiences. - Data analysis and reporting experiences. - Combinations of education and experience may be considered. Requirements - Vast knowledge and understanding of databases, data structure, and data migration systems. - Ability to articulate complex technical information verbally and in writing. - Ability to assist with the planning, installation, operation, and effective utilization of multiple software platforms. - Working knowledge of data management concepts including relational databases, data security, data governance, and database maintenance. - Must be proactive in understanding the needs of various campus stakeholders. - Ability to be engaged in ongoing learning and adapt to a variety of technical systems. - Ability to provide leadership in advancing data quality. - Ability to negotiate on behalf of the University with system vendors. - Excellent organizational skills and the ability to work under deadline pressure. - Must be able to work independently with and without supervision. - Strong interpersonal communication skills including the ability to communicate technical concepts to non-technical users. - Strong analytical and creative problem-solving skills. - Strong customer service orientation. Benefits - Medical, dental, and vision plans. - Paid parental leave. - Short term and long term disability plans. - Life insurance. - Flexible spending accounts. - 403(b) retirement plan with an 8% employer contribution after 2 years of service. - 3 weeks of vacation/personal leave. - 15 sick days. - 9 paid holidays. - Paid winter break. - Two floating holidays. Company Description Rosalind Franklin University of Medicine and Science (RFU) is a graduate health sciences university committed to serving the population through the interprofessional education of health and biomedical professionals and the discovery of knowledge dedicated to improving wellness. The university embodies the spirit of inquiry and excellence modeled by its namesake Dr. Rosalind Franklin, whose Photo 51 was crucial to solving the structure of DNA. Today, the university’s 6 colleges continue Dr Franklin’s legacy through rigorous academics, pioneering research, and innovative community service. Our unique interprofessional education model allows students to learn from and with each other in a variety of settings, including our simulation labs, the student-led Interprofessional Community Clinic, and through partnerships with area hospitals and clinics. RFU is a national leader in interprofessional research and practices, and is nationally recognized for its research in areas including neuroscience, brain-related diseases, inherited disorders, proteomics, cancer cell biology and immunology, and gait and balance. Essential Duties & Responsibilities - Manage and update admissions systems necessary to recruit, evaluate, and select a diverse student body. - Provide supervisory and quality management of admissions systems to support recruitment and admissions activities. - Serve as project manager for all system configurations, updates, and audits of admissions systems and data processes. - Update standardized Slate templates to improve consistency and accuracy of event communications. - Oversee the project management of launching RFU’s first Slate-hosted application. - Revise and improve usage and integration of Slate short apps for pathways and re-applicants. - Develop and maintain annual schedules for the set-up, function, optimization, and audit of systems related to each program’s application cycle. - Serve as the primary liaison with technical and professional vendors for Liaison, Constituo, ITS, and other internal and external software systems. - Enhance admission services with the introduction of best-practice technical tools. - Proactively recommend and implement updates to current technologies, features, or plug-ins. - Ensure the efficiency of admissions systems by developing and maintaining procedure manuals. - Coordinate informational updates with program and administrative partners. - Train partners regarding the appropriate use of recruitment and admissions data. - Organize and hold quarterly trainings for end users on system questions and processes. - Establish security protocols and access standards and criteria. - Manage the security and access of Admissions Systems. - Develop and oversee the annual audit of Slate user accounts. - Manage and maintain database user accounts, including population management. - Create protocols for the sharing of data from the Slate CRM database to outside sources. - Serve as admissions data control manager, driving data-informed decision making. - Manage data exchange with various university systems and coordinate the testing, monitoring, and correcting of daily data imports into ERP system. - Provide supervisory and quality management of admissions data to support recruitment and admissions activities. - Evaluate data issues raised by admissions and program partners until resolved or escalated. - Oversee accurate input, coding, mapping, and maintenance of admissions records. - Research and respond to data requests from stakeholders. - Assist with validating publicly available data to ensure accuracy and consistency. - Serve as the primary developer of queries and reports for Enrollment leadership, the Office of Admissions, and Campus Partners. - Serve as point-of-contact for all external reporting of admissions data. - Serve as point-of-contact for all RFU programs in the development of Slate queries and reports. - Oversee transition from Colleague to Slate reports for all admissions data. - Create standardized admissions funnel reports for all programs, ensuring accuracy and consistency. - Lead launch of new Slate Data Explorer and related data visualization services. - Inform stakeholders of changes in data structure to align campus reporting mechanisms. - Collaborate with subject matter experts to develop comprehensive reports and analyses. - Research and prepare talking points, data points, and visualizations for program/administrative partners. - Serve as chief manager of data technology and data services, including developing a plan for future service. - Supervise, manage, and evaluate staff, providing regular assessments and technical training. - Adhere to and recommend policies, procedures, and services that are conducive for student selection, matriculation, and program viability. - Manage portfolio of high-priority, cross-functional projects. - Serve on multiple committees representing OAE for system management and report on the status. - Other duties as assigned. Conditions of Employment - Must achieve satisfactory results from a background check. Preferred Qualifications - Knowledge of admissions practices, processes, and procedures. - Experience in managing admissions systems. - Five or more years of experience in a position requiring managing multiple constituents and providing customer service. - Three years demonstrated production experience with software application development and/or database management. - Experience with programming languages such as HTML, XML, SQL, VBA, JavaScript, etc. - Experience with statistical software (R, SAS, Stata, etc.) and/or data visualization software (Tableau, SAS Viya, etc.). - Coding experience with one or more programming languages such as HTML, SQL, XML, JavaScript, etc. - Proficiency with Ellucian Colleague and Slate. - Power BI Experience. Typical Physical Demands & Working Conditions - Selected candidate must have the mental and physical capabilities to perform the essential functions of the position with or without reasonable accommodations. EOE, Including Disability / Vets

Role Description The Associate Director, Delivery Adobe spearheads client-facing initiatives focused on implementing leading Experience Cloud solutions. This strategic role involves engagement at multiple levels with Internal Services, Sales teams, key customers, and Partners. Responsibilities include managing all facets of project planning: - Defining scope - Creating detailed plans - Measuring timelines - Allocating resources The Manager works closely with the internal technical delivery teams throughout the hands-on implementation process. This position has a direct impact on revenue generation and requires continuous collaboration to ensure an exceptional Customer Experience. Success in this role hinges on the ability to: - Multi-task - Maintain proactive and efficient communication - Escalate critical issues - Provide timely answers to clients Qualifications - Must have experience with one or more Adobe Experience Cloud solutions – most preferred are AEM, AEP - 5-7+ years experience as a project manager, including delivering enterprise-scale web applications or analytics implementations - Experience in client facing project management in an agency or professional services environment - Excellent problem-solving skills, with a demonstrated ability to identify issues, solve them quickly and well, and know when to rely on internal resources to assist - Professional demeanor with a proven ability to lead diverse, multi-functional teams across an organization (e.g., within Adobe) and effectively communicate and influence senior client executives, including CMOs and CXOs - Expert in managing complex, high-traffic service launches and operations, demonstrating superb organizational skills and success in building and leading exceptional, often virtual, teams in ambiguous environments - Prior experience with the launch and operation of a highly available, high traffic internet or mobile service - Proven ability to understand the impact of technical changes, and to articulate high level technical solutions to address business problems - Solid understanding of custom software development processes and engagement methodologies. Practical experience in managing agile development projects is a plus - Ability to manage in an environment of ambiguity with diverse stakeholders - Ability to build strong relationships and generate opportunities for repeat business - Must be able to travel, up to 40-60% - BS/BA Degree or equivalent experience Requirements - Highly Desired: One of the following certifications: Project Management Professional, Agile, Certified ScrumMaster, PRINCE2, or equivalent - Prior experience with Microsoft Dynamics and Workfront Benefits - Healthcare, Dental, and Vision coverage - 401k plan, plus matching - PTO - Paid Company Holidays - Parental Leave

• Own the end-to-end renewal lifecycle for Audience Optimizer (AO) across Swiftly’s retailer portfolio in partnership with the assigned Sales Director • Develop strategic account plans focused on retention, expansion, and long-term customer value • Serve as a trusted advisor to retailer marketing, merchandising, loyalty, and executive leadership teams • Analyze retailer business performance, campaign results, market trends, and competitive dynamics to identify opportunities and risks • Translate campaign performance data and closed-loop measurement insights into actionable recommendations and business strategies • Diagnose retailer challenges and develop creative solutions leveraging Audience Optimizer capabilities, including: • Digital Circular Amplification • Loyalty acquisition and engagement • Competitive conquesting • New customer acquisition • Seasonal and promotional campaigns • Store traffic and basket growth initiatives • Lead strategic business reviews and planning sessions that connect campaign outcomes to broader retailer objectives • Partner with Analytics and Ad Operations teams to identify performance drivers, optimization opportunities, and future campaign strategies • Consult retailers on audience targeting, campaign planning, budget allocation, channel strategy, and measurement methodologies • Build compelling renewal and expansion business cases through performance storytelling, data analysis, and strategic recommendations • Establish and maintain executive-level relationships across retailer organizations • Collaborate cross-functionally with Sales, Account Management, Analytics, Product, and Ad Operations teams to ensure successful campaign execution and customer outcomes • Proactively identify risks to renewal and develop mitigation strategies to improve retention • Maintain accurate forecasting for renewals, expansions, and growth opportunities • Serve as a subject matter expert on Audience Optimizer, grocery marketing strategy, loyalty marketing, and digital media best practices • Other related duties as assigned